Director of Customer Success

Are you excited to be the Director of Customer Success at a fast-growing company with a great culture that is simplifying the digital mortgage industry? Do you live and breathe NRR? Do you have experience minimizing churn and driving expansion revenue? If so this just might be the perfect role for you.

Position Overview

As our first Director of Customer Success you will get to define our program while refining the customer journey with our early customers. In this highly collaborative role, you will work closely with our GTM team, product team, and the engineering leads to ensure the customer onboarding experience is rock solid, expand customer usage of LenderHomePage month over month, and work with the GTM team on packaging and pricing. You will be leading our efforts to optimize, prioritize, and build the right capabilities based on customer feedback. This is a unique Customer Success role that puts you in the role of guide and partner to our customers more than most CS roles would.

You should have the following experience:

• Successful track record of building and leading high performing teams.
• Has operated as a member of a senior management team for a fast-growing company preferably with one in SaaS.
• A history of driving significant improvement in gross and/or net retention.
• A demonstrated track record of working closely with customers to make products sticky, increase their spend month over month, and increase overall NPS.
• Proven leader others want to follow, and has coached other high performers.
• Great management of the company’s funds and resources.
• Collaborative, enhances the LenderHomePage culture, and actively works cross-functionally with the product, GTM, and engineering team.
• Great at building scalable systems with high degrees of automation so 1 customer success rep can satisfy many customers at once.
• Must be someone who has been a player-coach and involved in creating the program and scaling a team.
• At least 5 years of experience in customer success.
• Excellent communication, project management, and analytical skills.

Together, we’ll build the business when you:

• Defining the Customer Success program and building the team.
• Lead weekly customer success meetings.
• Partner with Marketing and Product teams to develop, define and implement effective customer success strategies.
• Develop a custom plan for each customer to have a journey that fits their needs.
• Consult with customers to understand their current capabilities, use cases, and workflows.
• Coordinate onboarding, support and customer research.
• Ensure that the right metrics are being tracked to have satisfied customers all the time.
• Establish metrics for the customer to understand their return on investment.
• Ensure customers are up on the latest capabilities of LenderHomePage to get maximum value.

As a member of the LenderHomePage team, you’ll enjoy:

• A full time, regular position.
• Remote & flexible working policy
• 100% employer paid medical insurance – with buy up options
• Pay for performance
• Fun company events
• Bonus plans
• 401(k) Retirement – 4% company match
• PTO – 14 days/annually
• Fast paced, start up environment in a stable organization
• Professional growth opportunities
• Energizing work atmosphere

Send your resume to: hr@lenderhomepage.com

Company Background

Founded in 2003 LenderHomePage.com is the leading provider of a secure and compliant cloud-based digital mortgage platform that powers lender websites, mobile apps, and mortgage POS solutions. Mortgage lenders of all sizes use LenderHomePage.com’s customizable and scalable solutions to enhance borrower experience, streamline the mortgage process, and increase Loan Officer productivity and efficiency.